A business depends on retaining customers and building loyalty. This requires more than just meeting your customers’ expectations, though; your retail business must use tactics to impress your customers. Doing so will maximize the customer experience.
When a customer buys something from your online store, this is only one aspect of their experience. This does not mean you have delighted them enough to get them to return. Instead, you need to ensure the delivery process is up to scratch, and this can include using additional features.
Three of the best delivery features to use as a retail business have been listed below, and these features will improve the customer experience tenfold.
Tracking
Customers want to know what is going on once their orders have been placed. This should be achieved by the business being transparent, and one method of doing this is through accurate order tracking. In fact, this feature has quickly become an essential feature for consumers. A survey conducted by Verte found that 91% of online shoppers actively track their packages, with 39% tracking them once per day.
A good order tracking system, or order management system (OMS), is used by retail businesses to efficiently manage and track orders. They will also track inventory and fulfillment processes. This type of system can be used to automate several aspects of order processing.
However, the tracking software your online business uses should be precise and clear. Unclear or wrong tracking information could negatively impact the customer experience, resulting in irritation, and this could lead to them seeking an alternative retailer in the future. Ensuring you use a reputable order tracking software will prevent your business from being disregarded.
With accurate tracking and clear communication, your customers will be kept informed about their orders. They will have less anxiety over the order process with your business.
Personalization
More and more online shoppers want personalized experiences, with a study confirming that most consumers “expect companies to offer them.” There are numerous factors that play into offering personalized shopping experiences, from using first names in communications to providing tailored discount codes. The tactics your business uses will depend on your customers’ needs and preferences.
While the shopping experience can be easily customized, personalizing the delivery experience can be slightly more challenging. You can be proactive with the support offered, anticipating needs and quickly resolving issues, but you should ensure your business goes further.
Branded packaging and personalized, handwritten messages are two excellent options to go the extra mile, and partnering with a third-party logistics company, like Kase, can provide this. Not only will this experience by personalized to the customer, but it will also be unique and memorable, showing that your business wishes to delight and impress shoppers to gain their loyalty.
Sustainability
Making your business eco-friendly is another way to improve the customer experience, and it can show that you are making an effort to protect the environment. It is worthwhile looking at delivery routes and slots to optimize them, but you can begin within your fulfillment chain first. This means rethinking the packaging used when shipping retail orders.
Your business should consider using sustainable packaging. This will mean less material is used and can be easily composted or recycled, minimizing landfill waste. As well as lowering the business’ carbon footprint, embracing sustainability can improve the brand image and appeal to customers who are environmentally conscious.
To conclude, improving the customer experience is incredibly important if you want your retail business to succeed. The three areas outlined in this post should be prioritized to ensure your customers are satisfied with the service your business offers.